Manager, Control Center External Communications

POSITION SUMMARY

Oversees all facets of CTA's ad-hoc customer communications related to unplanned and planned service disruptions with a rider-centric focus to help customers make informed decisions when service isn't running as expected.

Working from CTA's Control Center, implements public communications strategies, procedures and processes as designed by CTA Customer Information in a collaborative and complementary manner.

This position will also contribute directly by being available to advise and make decisions as needed, and/or helping directly with posting/refining alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service di sruptions.
SALARY

$103,000-$115,000

PRIMARY RESPONSIBILITIES

• Oversees the creation and issuance of real-time customer alerts from CTA's web-based system-ensuring the information and messaging is accurate and timely.
• Coordinates directly with Control Center desk manager to understand circumstances of unplanned service disruption and specific impacts to service.
• Contributes directly by being available to advise and make decisions as needed.
• Helps directly with posting/refining language and information contained in alerts and publishing other customer information (PA announcements, etc.) during significant planned and unplanned service disruptions. Examples include leveraging multiple mediums to monitor and communicate with the public during major emergencies, monitoring and working closely with on-duty staff when major work events begin, and during major public or weather events that require special attention (including on weekends/holidays).
• Works directly with Control Center Communication Coordinators with communications being relayed to the public.
• Reviews processes and procedures, available tools and information, methods of communication and information intake. Proposes and presents opportunities to streamline and improve workflows both in workspace and in collaboration with field personnel and, ultimately, the quality, timeliness and effectiveness of information available to the public to navigate the unexpected.
• Coordinates and regularly confers with CTA Customer Information department.
• Assists Customer Information with development of language/information for various scenarios for unplanned service disruptions.
• Coordinates for long-term planning, to identify opportunities to and improve processes and procedures for the most timely and accurate possible information, and with regular discussion and review sessions to maximize collaboration between areas.
• Hires, trains, develops, monitors, and evaluates performance of staff. Reviews and recommends personnel actions for approval.
• Perform related duties as assigned.

Reporting to this position are the following jobs:

Job Title

CHALLENGES

• Determining appropriate sources to provide accurate information on a wide variety of subjects.
• Managing multiple projects, assignments and deadlines using effective prioritization skills.
• Handling the issues and problems of a 24/7 365 operation

EDUCATION/EXPERIENCE REQUIREMENTS

• Bachelor's degree in Communications; degree related to operations, logistics or transportation; or equivalent job experience.
• Experience in public transportation, airline sector other personal transportation service or real-time event/emergency communications preferred.

PHYSICAL REQUIREMENTS

• Requires remaining in a stationary position for extended periods of time and constantly operating a computer and other office productivity machinery.

KNOWLEDGE, SKILLS, AND ABILITIES

• Strong writing and editing skills.
• Good computer skills including proficiency in Microsoft Office (Word, Excel, PowerPoint).
• Ability to complete web forms and perform data entry as needed.
• Ability to learn how to use new applications.
• Strong proofreading, spelling and grammar skills.
• Ability to prepare and distribute such media devices as news releases, photographs, and fact sheets.
• Strong communication skills.
• Ability to exercise good judgment.
• Ability to communicate effectively with others.
• Ability to maintain favorable public relations.

WORKING CONDITIONS

• General office environment.
• May be required to work various extended or irregular hours in order to meet project deadlines or respond to CTA emergencies.
• Must be available to respond to calls or email inquiries outside of regular work hours.

EQUIPMENT, TOOLS, AND MATERIALS UTILIZED

• Standard office equipment.
• Personal computer and related software